We took a credit card payment in iCare and then made a refund directly in TSYS. Is that okay and if not then what shall we do?

Posted on: 4/9/2019 7:09:15 PM
Replied by : support@icaresoftware.com

If you entered a credit card or ACH payment in iCare then you should have processed the refund in iCare too. By running the refund directly in Transaction Express (the TSYS Portal) you have broken the connection of the original payment in iCare. Now, in iCare you can't run the refund on that same payment.

To properly correct this, in iCare you need to do a chargeback now. However, at this time (as of 4/9/2019), there is no chargeback feature in iCare. It will be developed soon.

In the meantime, here is a workaround that will keep your books straight:

  • Say, the payment you refunded in Transaction Express was $100.
  • Enter a Miscellaneous Charge of $100 in the payer's Ledger as 'Offset for credit card refund processed through TSYS portal'
  • Next time when a parent makes a payment, enter $100 as a credit instead of a payment. For clarilty in auditing, enter the credit as 'Offset for credit card refund processed through TSYS portal'


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